Fashion orientation, shopping mall environment, and patronage intentions

2015 ◽  
Vol 19 (1) ◽  
pp. 3-21 ◽  
Author(s):  
Richard Michon ◽  
Jean-Charles Chebat ◽  
Hong Yu ◽  
Linda Lemarié
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Shopping Mall ◽  
Content Type ◽  
Fashion Leadership ◽  
Quality Perceptions ◽  
Shopping Experience ◽  
Task Oriented ◽  
Patronage Intentions

Purpose – The purpose of this paper is to explore female fashion shoppers’ perception and response to the mall environment. Specific objectives include a conceptual model of female fashion shoppers’ experience in a mall environment incorporating fashion orientation, store personality, shopping mall perception, shopping value, and patronage intentions. Design/methodology/approach – Empirical testing is done with a latent path structural equation model. Data collection was carried out in a firmly controlled mall intercept survey which produced 312 usable questionnaires. Findings – Results show that shoppers’ fashion orientation hypothesized to be a personality trait is not an antecedent to the perception of the mall environment. Instead, fashion orientation moderates the perception of product and service quality, hedonic shoppers’ response, and patronage intentions. The perceived mall personality has a focussed impact on the perception of product and service quality. The mall’s sophistication image influences the perception of product quality. On the other hand, the mall’s enthusiasm image atmosphere affects the perception of service quality. Perceptions of product and service quality are correlated and trigger positive hedonic and utilitarian shopping benefits. Research limitations/implications – Because findings from this study cannot be generalized to other situations, the research should be replicated to a variety of mall formats and shopper segments. Furthermore, other fashion-orientation factors (fashion leadership, fashion interest, and anti-fashion attitude) should be considered. However, along with model complexities, increased sample sizes are also required. Future studies may also include male shoppers to investigate differences in fashion motivation and mall shopping experience. Practical implications – It is concluded that the person-place congruency theory is confirmed and that the shoppers’ fashion orientation should be included in the set of segmentation variables. Shopping malls cannot be everything to everyone without risking diluting their image. Downtown urban malls have the opportunity to adopt a well-defined positioning in order to differentiate themselves. Large suburban malls should partition themselves to remove image ambiguities. Mall managers must primarily work on the “meaning” of the mall atmosphere rather “mood.” Fashion shoppers are task oriented. Mall managers should design malls to facilitate the shopping experience with highly functional designs, simple layout, and clear signage in support of wayfinding. Originality/value – Although fashion consumers have been studied from diverse perspectives, there is limited research on the experience of fashion shoppers in a mall setting. This study partly fills this gap in the literature by investigating how female fashion shoppers respond to the shopping center environment and commit to mall patronage.

Examining service quality and social impact perceptions of the 2016 Rio de Janeiro Olympic Games

2018 ◽  
Vol 19 (2) ◽  
pp. 160-177 ◽  
Author(s):  
Tiago Miguel Ribeiro ◽  
Abel Correia ◽  
Rui Biscaia ◽  
Carlos Figueiredo
Keyword(s):  
Service Quality ◽  
Psychometric Properties ◽  
Rio De Janeiro ◽  
Structural Equation ◽  
Social Impact ◽  
Olympic Games ◽  
Equation Model ◽  
City Image ◽  
Content Type ◽  
The Olympic Games

Purpose The purpose of this paper is to examine the effects of service quality on perceived positive and negative social impact of the 2016 Rio de Janeiro Olympic Games. Design/methodology/approach A field study was conducted in Rio de Janeiro, and data were collected from residents who attended the Olympic Games through a self-administered questionnaire (n=519). The questionnaire included measures of perceived service quality, positive and negative social impact. A confirmatory factor analysis analysed the psychometric properties of the constructs, and a subsequent structural equation model examined the relationships between service quality and social impact perceptions. Findings The results show good psychometric properties of a multidimensional construct of service quality composed of the technical, functional, aesthetic, access, accommodation and complementary events dimensions. The service quality construct was significantly related to both positive social impact (city image and community pride enhancement, social experiences and public infrastructures) and negative social impact (social conflicts and costs) perceptions. Originality/value This study contributes to the literature by examining the role of service quality in sport mega-events and testing on different facets of social impact. The findings highlight that social atmosphere and new experiences in the Olympic Games are critical when planning these events.

Relationships among employee acting, customer-perceived service quality, emotional well-being and value co-creation

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chih-Hsuan Huang ◽  
Yuan-Chen Lin
Keyword(s):  
Service Quality ◽  
Financial Services ◽  
Structural Equation ◽  
Well Being ◽  
Equation Model ◽  
Financial Service ◽  
Content Type ◽  
Perceived Service Quality ◽  
Negative Affects ◽  
Service Paradigm

PurposeHinged on the transformative service paradigm, this study investigates the relationships among employee acting, customer-perceived service quality, customer emotional well-being, and their value co-creation. Feelings of gratitude among customers may moderate the effect of perceived service quality on their emotional well-being (i.e., positive and negative affects).Design/methodology/approachA pair study using a structural equation model was conducted to gather data from a financial service organization in a rural area.FindingsThe results show how customers perceive service quality positively impacts their emotional well-being immediately after receiving a financial service, which in turn affects their value co-creation. Hence, feelings of gratitude moderate the effect of perceived service quality on customer positive affect.Originality/valueThis study responds to calls for more studies on how service interactions influence customer well-being in the financial services context. This study is among the few that examine moderation effects of customer feelings of gratitude on their emotional well-being to explain why a positive emotion might sway their short-term well-being.

A new insight into alumni satisfaction model for Islamic higher education institutions (IHEI)

2018 ◽  
Vol 41 (12) ◽  
pp. 1411-1437 ◽  
Author(s):  
Abdur Rafik ◽  
Anjar Priyono
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Structural Equation ◽  
Higher Education Institutions ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Matrix Analysis ◽  
Content Type ◽  
Satisfaction Model

Purpose The purpose of this study is to explore and decompose a satisfaction model using alumni’s perspective for Islamic-based higher education institutions (IHEI) with the antecedent of perceived quality and value and the consequence of loyalty. Design/methodology/approach A study was used, using 44-item, a ten-point Likert-scale questionnaire administered to 360 alumni from various classes started from the 1970s till 2000s. Theoretical-based, national qualification framework of Indonesian higher education and management-based considerations were involved in developing a survey. Data were analyzed using partial least square-structural equation model and decomposed into strategic management map using importance-performance matrix analysis. Findings The most important determinants of alumni satisfaction and loyalty in IHEI is the IHEI’s ability to develop career capability through enriching knowledge. Moreover, the presence of good environment and Islamic value embodiment supporting learning programs on campus is the most significant trigger for the knowledge development. Research limitations/implications The results were generated from a specific department. Additional studies are needed to test if the results are not department (institution)-specific. Practical implications This study provides strategic directions for management to improve the critical aspects of the system by providing the inputs to the extent to which the service quality delivered may contribute to end-customers’ satisfaction. Originality/value It contributes to the literature on satisfaction and service quality issues by incorporating ideological aspect, by investigating the feasible model of customer satisfaction in the perspective of alumni for IHEI.

Empirical Study on Multi-Channel Service Quality and Customer Loyalty of Retailers

2014 ◽  
Vol 12 (4) ◽  
pp. 1-12 ◽  
Author(s):  
Qi Yong-zhi
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Online Shopping ◽  
Positive Influence ◽  
Equation Model ◽  
Channel Integration ◽  
Shopping Experience ◽  
Integration Service ◽  
Channel Service

This paper studies the influence of offline RSSQ (retailing store service quality), online store ESQ (E-service quality) and O2O MCISQ (multi-channel integration service quality) on traditional retailers' customer loyalty as well as the relation of them three in multi-channel retailing. 380 customers with both offline and online shopping experience at the same retailer's store are investigated. Through the structural equation model, we find out that in multi-channel retailing, RSSQ and MCISQ have a positive influence on customer loyalty; RSSQ and ESQ have a positive influence on MCISQ; the influence of ESQ on customer loyalty is not significant; ESQ has a strong correlation with RSSQ. These conclusions indicate that on one hand, retailers should focus more on RSSQ and ESQ, because they contribute to improve MCISQ. On the other hand, retailers should strengthen the coordination between RSSQ and ESQ in order to further enhance MCISQ and as a result, the customer loyalty.

The impact of dependence and relationship commitment on logistics outsourcing

2015 ◽  
Vol 45 (9/10) ◽  
pp. 887-912 ◽  
Author(s):  
Baofeng Huo ◽  
Chen Liu ◽  
Mingu Kang ◽  
Xiande Zhao
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Relationship Commitment ◽  
Third Party ◽  
Logistics Outsourcing ◽  
Content Type ◽  
Relational Factors ◽  
Dependence Relationship ◽  
The Impact

Purpose – The purpose of this paper is to develop a theoretical framework involving dependence, relationship commitment, logistics outsourcing and service quality to exhibit the roles of the relational factors involved in logistics outsourcing and their outcomes. Design/methodology/approach – Based on data collected from 361 companies in Greater China, the authors use the structural equation model approach to examine the hypothesized relationships. Findings – Both normative and instrumental relationship commitment are necessary for third party logistics (3PL) users to cope with their goal dependence on 3PL providers. However, only normative relationship commitment is necessary when users perceive switch dependence. Normative relationship commitment also plays a more important role than instrumental relationship commitment in facilitating the adoption of 3PL logistic outsourcing. In addition, both basic and advanced outsourcing practices have a positive effect on service quality. Originality/value – This study contributes to both 3PL theories and practices by clarifying how relationships between 3PL users and providers in China are managed.

When art meets mall: impact on shopper responses

2018 ◽  
Vol 27 (3) ◽  
pp. 277-293 ◽  
Author(s):  
Ana Vukadin ◽  
Apiradee Wongkitrungrueng ◽  
Nuttapol Assarut
Keyword(s):  
Structural Equation ◽  
Spillover Effect ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Shopping Mall ◽  
Experiential Marketing ◽  
Content Type ◽  
Symbolic Value ◽  
The Impact

PurposeThe purpose of this study is to examine the role of artistic elements in a shopping mall’s experiential marketing strategy and the effects of artistic elements on customer shopping value (e.g. utilitarian, hedonic and symbolic) and shopper response (e.g. satisfaction, behavioural intention).Design/methodology/approachData were collected from 300 shoppers in a shopping mall in Bangkok, Thailand. A partial least square-structural equation model was used to examine the impact of the artistic elements along with other elements in the shopping mall on shopper response through perceived shopping value.FindingsEmpirical evidence shows that artistic elements in an artified mall have a positive effect on customer hedonic and symbolic value, which in turn leads to positive shopper response. Artistic elements perform better than other elements in predicting symbolic value.Research limitations/implicationsThe findings suggest that artistic elements should be considered a new source of mall differentiation and customer experience enhancement. Unique artistic elements add emotional and symbolic appeal to the mall, and mall managers should carefully choose artistic content that matches the position and target shoppers of their mall.Originality/valueThis paper proposed and empirically examined the effect of artistic elements as the new fourth atmospheric element. It extends the art infusion theory by applying it to the “non-luxury” shopping mall context to demonstrate the spillover effect of art on shopping value, which further influence shopper response.

Customers’ emotional reactions in the banking industry

2015 ◽  
Vol 33 (3) ◽  
pp. 243-260 ◽  
Author(s):  
Veljko Marinkovic ◽  
Vladimir Obradovic
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Affective Commitment ◽  
Banking Industry ◽  
Emotional Reactions ◽  
Equation Model ◽  
Central Position ◽  
Content Type ◽  
Antecedents And Consequences

Purpose – The purpose of this paper is to identify antecedents and consequences of customers’ emotional reactions in the banking industry. In this context, a model based on segmenting all variables into three segments is proposed. Design/methodology/approach – The research was conducted on a sample of 211 respondents. Data analysis was conducted in AMOS 18. In order to assess the overall model fit, confirmative factor analysis (CFA) was used. To test the research hypotheses, a structural equation model was used. Findings – The research results indicate that trust, social bonds, image and service quality are statistically significant drivers of satisfaction. Of these variables, only service quality has no significant impact on affective commitment. Trust stands out as the variable with the greatest impact on customer emotional responses. Satisfaction is also an important determinant of customers’ behavioral intentions. Practical implications – Results of the present study indicate that management should pay considerable attention to strengthening intangible elements that imply the development of long-term relationships with clients. Originality/value – By designing a new model that includes antecedents and consequences of emotional reactions of customers, the present research contributes to theory in the field of services marketing. The model is characterized by its three-tier structure, whereby satisfaction and affective commitment occupy a central position.

Child helplines: how social support and controllability influence service quality and well-being

2017 ◽  
Vol 31 (4/5) ◽  
pp. 385-396 ◽  
Author(s):  
Willemijn van Dolen ◽  
Charles B. Weinberg
Keyword(s):  
Social Support ◽  
Service Quality ◽  
Structural Equation ◽  
Well Being ◽  
Equation Modeling ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Perceptions ◽  
The Social ◽  
The Impact

Purpose The authors investigate how employee social support impacts children’s perceptions of service quality of a child helpline chat service and the chatters’ immediate well-being. Specifically, the purpose of this study is to examine how action-facilitating support, nurturant support and emotional reflections influence the children and to test whether this impact varies depending upon the controllability of the issues discussed. Design/methodology/approach The authors develop hypotheses about the influence of social support and controllability on children’s perceived service quality and well-being. Chat conversations are coded on the social support given by the employee and the controllability of the issue. Questionnaires are collected to measure children’s service quality and well-being. Using structural equation modeling, hypotheses are tested with a sample of 662 children and chat conversations of a child helpline. Findings The study reveals that for children chatting about controllable issues, nurturant support and negative emotional reflections negatively influence the immediate well-being of these children. Positive emotional reflections positively influence immediate well-being. For children chatting about uncontrollable issues, nurturant support and negative emotional responses positively influence the perceived service quality. Originality/value This study contributes to the services marketing literature by broadening the current understanding of the impact of social support on children’s service quality perceptions and well-being, and by showing how this impact is moderated by the level of controllability of the issue discussed.

A structural equation model of effective variables on service quality in capital industrial goods sector

2014 ◽  
Vol 6 (1) ◽  
pp. 30-42 ◽  
Author(s):  
Seyed Hamid Reza Ghasemian ◽  
Naser Azad ◽  
Hamid Seyedaliakbar
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Simple Random Sampling ◽  
Equation Model ◽  
Quality Model ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception

Purpose – The purpose of this research is analyzing the service quality in capital industrial goods sector by developing a model and new view. So the authors studied several models and articles for exploring the effective variables on service quality and tested them in Aras Haitian Machinery Company that is one of the biggest manufacturers of plastic machinery in Iran and China. Design/methodology/approach – The statistics population included all customers of Aras Haitian Company in 2012 that were scattered in whole Iran and all of them are manufacturers of industrial goods. And finally 102 customers chose by using simple random sampling method. The way of SPSS statistical analysis software was used for exploratory factor analysis and LISREL software for structural equation model (SEM). Findings – Results indicated that there were three new factors (customer perception, customer relation and specialized competencies) that affected on perceived service quality of customers in capital industrial goods sector. The findings showed that these three factors were measured by ten subdimensions through a SEM. Originality/value – This study is the first to explore the effective variables on perceived service quality in capital industrial goods sector with viewpoint of service dominant logic in Iran andalso proposed the first SEM under the rubric of industrial service quality model in this section.

scholarly journals SHOPPING EXPERIENCE AND SUBJECTIVE WELL-BEING: AN EMPIRICAL STUDY

2019 ◽  
Vol 33 (3) ◽  
pp. 273
Author(s):  
Ananda Sabil Hussein
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Structural Model ◽  
Well Being ◽  
Equation Model ◽  
Subjective Well Being ◽  
Shopping Experience ◽  
Shopping Enjoyment ◽  
The Relationship

While a traditional marketer aims to enhance customer loyalty, a social marketer focuses on the creation of individual well-being. To date, some social marketing programs have been launched to enhance individual well-being. However, only a few studies have been oriented to investigate subjective well-being, in the domain of traditional marketing. Previous studies have indicated that service quality is an important determinant of subjective well-being for a service organization’s customers. However, this notion is not enough as service quality only captures performance of service in the level of attribute. For that reason, this introduces the notion of experience quality as the determinant of subjective well-being. To have a better knowledge about the relationship between these constructs, this study also inserted the notion of customer satisfaction and perceived shopping enjoyment as mediating variables. Two hundred respondents participated in this study. These respondents were recruited at department stores in Malang, a city in the Province of East Java. A self-administered survey was conducted to collect the data. A Covariance Based Structural Equation Model (CBSEM) was employed to analyze the data. The results of a Confirmatory Factor Analysis (CFA) confirmed the model proposed. The structural model showed that the experience of shopping has significant effects on customer satisfaction, perceived shopping enjoyment, and subjective well-being. However, this study failed to prove the mediating effects of customer satisfaction and perceived shopping enjoyment in the relationship between the shopping experience and subjective well-being. Upon the completion of this study, both theoretical and practical contributions were provided.

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